Mahesh Ram
Singapore
Summary
Client Manager experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
12
12
years of professional experience
Work History
Client Services Manager
Tele-centre
2023.02 - Current
- Oversees and manages a team of 65 employees which includes Operations Managers, Team Managers, Group Leaders and Customer Care Officers
- Restructuring of Account Manager role to include managing the campaign's entire operations
- Own and take charge of entire assigned project and collaborate with business partners
closely on all issues and reviews related to the projects
• Accountable for contractual and internal KPIs and manage the performance of assigned teams - Involved in soft launches & pilot runs for all assigned projects and ensure smooth operations of call products and services
- Making accurate, rapid cost calculations and providing customers with quotations and proposals.
- Grew a campaign's headcount from 23 personnel to 57 personnel, which saw an increase in company revenue of 147%
Account Manager
Tele-centre
2022.03 - 2023.02
- Cross department collaboration to ensure all clients' tasks, KPIs and deliverables are achieved within deadlines
- Managed a diverse portfolio of accounts which includes government and commercial accounts, ensuring timely communication and effective problem resolution.
- Negotiate and influence clients' decision-making process towards the company's interest
- Prepare and present clients' business review sessions according to the agreed frequencies
- Review monthly reports from the operations and service excellence teams, before submission to the clients
- Monitor and mitigate risks in the company's interest, to keep the SLAs free from penalties
Fraud Analyst
Apple
2020.06 - 2022.03
- Having a real-time understanding of the fraud landscape related to the company's services offerings
- Analyzing of all data and information from a fraud perspective
- Constantly monitoring customer and transactional records to identify unauthorized transactions and fraudulent accounts
- Interact with banks and customers to validate information and to confirm or cancel authorizations
- Determine existing and emerging fraud trends by analyzing accounts and transaction patterns
- In case of a suspected incident, a detailed incident review has to be performed which requires a multidisciplinary approach and coordination with multiple teams.
Media Services
Apple
2017.07 - 2020.06
- Mentoring and handling escalations from juniors and serve as the main point of contact with customers thereafter for resolving any issues which includes Administrative, Content issues or even Fraud related billing
- Ensuring all payments and refunds are made in accordance to Company Policy while adhering to the Consumer Law in the respective countries
- Handle complex issues which requires working with Engineers and other departments in Apple such as bug fixes, product/content not working as intended and offering appropriate solutions
- Ensuring personal SLA and KPI's are consistently met.
- Exercising good judgement in cases for refund abuse patterns
- Mentoring juniors to ensure strict compliance to Consumer Laws as well as adhering to company policy for refunds.
Telesales Officer
Standard Chartered Bank
2016.06 - 2017.06
- Acquiring new clients through cold calling and road shows which involves selling of Credit Cards and Personal Loans
Credit Collection Officer
DBS Bank
2014.06 - 2016.02
- Recovering overdue debts for the bank through phone, emails and Letter Of Demand. Minimizing bank's risk by doing a Risk Evaluation for customers and debtors
Customer Care Consultant, Billing
Starhub
2012.05 - 2014.05
- Respond to customer queries by providing accurate information consistently in all areas such as billing disputes, data roaming charges, late payment, account suspension and termination as well as on-going promotions
Education
MASTER OF BUSINESS ADMINISTRATION (MBA) -
University of Roehampton London
02.2025
POSTGRADUATE DIPLOMA IN BUSINESS ADMINISTRATION -
Aventis Graduate School
01.2023
DIPLOMA IN BUSINESS ADMINISTRATION -
Kaplan Higher Education Institute
01.2014
GCE 'N' LEVEL -
Telok Kurau Secondary
01.2007
Skills
- Client Relationship Management
- Project Management
- Data Analytics
- Recruiting and Hiring
- Team collaboration
- Problem-solving abilities
- Decision making
- Process improvement
National Service
12/01/09, 12/01/11, 40TH SINGAPORE ARMOURED REGIMENT, Armoured Mortar Platoon
Languages
English
Bilingual or Proficient (C2)
Malay
Intermediate (B1)
Indonesian
Intermediate (B1)
Hindi
Intermediate (B1)
Chinese (Mandarin)
Beginner (A1)
Timeline
Client Services Manager
Tele-centre
2023.02 - Current
Account Manager
Tele-centre
2022.03 - 2023.02
Fraud Analyst
Apple
2020.06 - 2022.03
Media Services
Apple
2017.07 - 2020.06
Telesales Officer
Standard Chartered Bank
2016.06 - 2017.06
Credit Collection Officer
DBS Bank
2014.06 - 2016.02
Customer Care Consultant, Billing
Starhub
2012.05 - 2014.05
MASTER OF BUSINESS ADMINISTRATION (MBA) -
University of Roehampton London
POSTGRADUATE DIPLOMA IN BUSINESS ADMINISTRATION -
Aventis Graduate School
DIPLOMA IN BUSINESS ADMINISTRATION -
Kaplan Higher Education Institute
GCE 'N' LEVEL -
Telok Kurau Secondary
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